Servicenow Lead / Business Analysis

Role & responsibilities

We are seeking an experienced ServiceNow Business Analyst with 78 years of expertise in ServiceNow platforms, ITSM, ITOM, and CMDB processes. The ideal candidate will have strong skills in requirements gathering, stakeholder engagement, process analysis, and translating business needs into scalable ServiceNow solutions.

As a secondary skill, the candidate should be capable of providing leadership and guidance to developers, testers, and cross-functional teams, ensuring delivery aligns with best practices and business objectives.

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Key Responsibilities

• Engage with business stakeholders to gather, document, and validate requirements for ServiceNow implementations across ITSM, ITOM, CMDB, and related modules.
• Analyze current processes and identify gaps, proposing ServiceNow-based solutions aligned with ITIL v4 principles.
• Act as a liaison between business and technical teams, ensuring requirements are well understood and delivered effectively.
• Prepare detailed user stories, acceptance criteria, process flows, and documentation for ServiceNow enhancements.
• Collaborate with developers and architects to translate business needs into technical specifications.
• Support UAT planning and execution, including test case definition, defect tracking, and sign-off.
• Contribute to CMDB governance, service mapping, and data integrity initiatives.
• Assist in ITOM implementations such as Discovery, Event Management, and Service Mapping.
• As a secondary responsibility, provide leadership support by mentoring junior team members, conducting requirement walkthroughs, and ensuring quality delivery.
• Ensure compliance with organizational security standards, ITIL processes, and regulatory requirements.
  7–8 years of ServiceNow experience with strong expertise in ITSM, ITOM, and CMDB.
• Proven experience as a Business Analyst in ServiceNow projects — requirements gathering, documentation, and stakeholder management.
• Strong knowledge of ServiceNow capabilities, configurations, and integrations (functional knowledge).
• Familiarity with Agile methodologies and experience working in Scrum/Kanban environments.
• Excellent communication, documentation, and presentation skills.
• Secondary skill: Experience leading small teams, conducting requirement walkthroughs, and providing guidance in ServiceNow delivery.

Certifications

Required:

• ServiceNow Certified System Administrator (CSA)

Preferred:

• ITSM Implementation Specialist
• Business Analysis certification (e.g., )